Lead Technician

Job Title: Lead Field Technician

Location: Fargo, ND

Start Date: Immediate

About Gateway:

Gateway Fiber is seeking an outstanding individual to fill our Lead Field Technician role.  Gateway Fiber is a locally owned and operated internet service provider on a mission to positively impact communities through better internet. As data requirements for residences and businesses continue to expand, Gateway is creating a leading, national fiber-to-the-home platform to serve this critical unmet need. Gateway provides faster, more reliable internet with a simple pricing model and industry-leading customer service.    

Gateway’s Beliefs About People:

Gateway believes that people want to know they are cared for both professionally and personally at work. We all share a clear vision of where the company is going and how our contributions positively affect our culture and operational performance. At Gateway, we look out for each other and actively find ways to help one another. We all have a role in defining the path forward towards the company’s vision. We strive for a transparent environment where information is readily shared and our teams feel safe to share feedback, even if it might seem unpopular.  Someone in the right role with the tools to succeed can operate autonomously to meet their objectives. Gateway’s beliefs about people shape the company and the way we do business. 

Expected Outcomes and Requirements:

Gateway is hiring a Lead Field Technician to support our customer premise installation experience while upholding our commitment to safe work and customer satisfaction in support of our goal of adding 100,000 residential & business passings per year. The Lead Field Technician is expected to contribute in the following significant ways:

• Lead a team of fiber optic technicians, ensuring high-quality installations, culture of safety, technical craftmanship, and adherence to quality standards.
• This position is field-focused and will spend approximately 80% of time in the field actively supporting installation, maintenance, and customer interactions. The remaining 20% of the time will be dedicated to leadership responsibilities, including training, team coordination, and communication with internal teams and contractors.
• Manage and complete fiber optic installations for homes, businesses, and commercial sites, adhering to Gateway's standards.
• Train and mentor technicians, ensuring professional growth and skill development.
• Troubleshoot and resolve issues during installations and service calls, providing excellent customer support to external and internal customers.
• Perform and oversee fiber splicing, maintenance, and repair tasks, ensuring network reliability and service quality.
• Collaborate with dispatch and leadership to communicate issues, complete necessary repairs, and ensure work is completed on schedule.
• Maintain accurate and timely work orders and documentation electronically or via paper.
• Ensure a clean, hazard-free work environment and enforce safety standards across all job sites.
• Serve as the primary point of contact for contractors, facilitating clear communication between internal teams and external personnel.
• Lead and coordinate daily operations of contracted technicians, ensuring adherence to quality standards.